This online seller generated a large number of visitors to their website and gets a high volume of orders as a result of their successful marketing strategies. The seller had an in-house customer care team but could not cope up with the volume of enquiries. They wanted to ramp up the team numbers but could not do it quickly and they were losing orders.Integra's solution for the problem
We quickly assembled a team exclusively for the seller working 24/7. The of customer care specialists rose to the situation and quickly trained in all aspects of the client's business.
The processed orders were required to be completed within 24 hours of payment. Our team sort out, arranged all orders in the client's required format and sent it to the central warehouse, also ensuring that all of it were shipped on time. Any incomplete or partially completed orders were handled well by assisting customers through calls and email. Hundreds of live chat enquires; email replies for large number of tickets were generated with ease. In the midst of all these, our team was always focused on converting a disgruntled customer into a loyal fan.
Within 4 weeks of the first discussion all aspects of customer service were taken up by us and till date we continue to effective manage their customer support.
We work with this online seller very closely and offer all our expertise. Their focus now is entirely on their marketing strategies to get more qualified visitors. They are aware that Integra will manage everything in terms of customer care. Their business is highly successful and they are happy to have chosen Integra as their outsourced customer care partner.
This company owns several online retail stores and each store sells only a specific product range which are being supplied by multiple suppliers. The product suppliers use several shipping companies. The client wanted a cost effective solution to handle an important part of their fulfillment process.
Integra quickly set up a team of fulfillment support specialists. The exclusive team handles the following tasks
As soon as the company gets an order in their online store, our team categorizes them under different suppliers and shippers. After categorizing, we upload the orders to the correct shipper based on the delivery address. Uploading of the orders has to be completed before 1.00PM everyday to ensure next day delivery. We handle the entire fulfillment support functionality.
After uploading the orders we call the customers to inform them about the delivery schedule details. If the customer is not convenient with the delivery day we reschedule the order by contacting the respective warehouse/supplier informing them about the changes.What benefits does the client get by using Integra?
At the end of the day we prepare the necessary reports, call logs and customer feedback and send them to our client. This helps them to be on top of the customer service. If our client had the same team working for them in-house it would have costed them atleast 50% more. Besides enjoying the cost savings, they also get to get complete control over customer support.
This client provides assistance for people switching Internet Service Providers (ISPs) or email accounts. The client has a small software program, which assists the users to handle the switching tasks.
Switching an ISP or an email account involves
Our client required a team of customer support agents with technical skills to offer assistance to their customers who would be interested in performing the switch, troubleshoot any issues that the customer has while or after performing the switch.
We quickly assembled a team of well experienced customer support agents with excellent technical skills. We started a training program for the new team to learn the software, process and finer details of switching and troubleshooting any potential issues.
Within a week, our staff were able to take on the customer queries. Currently we handle all our client's technical support calls, 24/7. We provide this technical support both via email and also via telephone.
Our client is able to save more than 50% of their customer support costs, compared to having the same team in the US.
Our client provides wide range of technical services and products within the GSM field, for mobile users all over the world.Client challenge
Our client required a team of live chat support agents to work 24/5 with pre-sales, post-sales and technical issues. Pre-sales required good sales skills and post sales required good customer handling skills. In addition they also needed technical staff to offer assistance to their customers who would be seeking help on mobile phone issues, troubleshooting, generating unlock codes and solve any ad-hoc issues.
A team of experienced live chat support agents were put together to support the client in the following areas
Our team quickly took on all these responsibilities. The client was so impressed that within a couple of months of going live, they requested our team to handle ticketing support as well. Our team is currently handling an average of 20,000-25,000 chats and about 8000 support tickets per month.Our customer's business is highly successful and they are happy to have chosen Integra as their outsourcing partner.
Our client is the largest business social networking company in the world.
The challenge is to provide technical support 24/7/365. The technical support involved troubleshooting issues around ISP switch software, email accounts and related issues. The technical support functions include
Our client required a team of technical support agents to handle all the above.
We quickly assembled a team of well experienced technical support agents. We started a training program for the new team to learn the software, understand fine details required in switching and to troubleshoot all the related issues. Currently we handle technical support 24/7/365.
Our client is able to save more than 40% of their customer support costs, compared to having a similar team in the USA. Client is very happy with our service and has been with us for several years.
Our client is a leader in defragmentation and PC performance enhancement software and has been a leader in this area for 30 years and has 25,000+ business customers.
Our client has developed various defragmentation products and performance utilities that improve computer hard drive and server performance. They required a team of technical support agents to provide 24/7/365 customer support (via phone and remote assistance) to their customers who had issues in
We assembled a team of experienced technical support agents with several years of experience in troubleshooting computer issues. Our team was trained on our client's software products. We currently service customers over the phone and through remote assistance 24/7/365. In addition to the software related issues our team also handles issues such as
Our client is able to focus all their efforts on product development rather than customer support. Client is delighted with our service and has been with us for several years.